Client Service - Relationship Banker Float at Highland Bank

SUMMARY: 

This position offers a wide range of client support related to retail and commercial banking, at a branch location where needed. Includes processing various deposit and loan payment transactions for retail and commercial clients as well as assisting clients with a variety of questions regarding retail and commercial products, services, policies and regulations of the bank in a clear and pleasant manner. As a Client Services Representative, this position performs the customer support function to assist both internal and external customers with general banking, e-banking and/or technical support type of inquiries.   

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned.

Relationship Banker

1. Keeps up to date with consumer and commercial depository products and services and is able to clearly explain them to customers.
2. Processes various in-branch financial transactions including cashing checks, accepting deposits and loan payments, negotiable instrument sales, savings bond redemptions, changing orders and foreign currency in a timely manner.

9. Opens, maintains, and/or closes checking and savings accounts, certificates of deposit, and safe deposit boxes, ensuring adherence to compliance requirements and bank policies.
10. Provides secure access to safe deposit boxes, if applicable.
11. May open and close the branch following proper procedures/policies.
12. Demonstrates products or services and offers guidance on their optimal use.
13. Performs data entry to maintain consumer and commercial customers information into the bank’s computer system.
14. May process checks orders, stop payments, wire transfers, point of sale (POS) and automated teller machine (ATM) disputes. 
15. Certified to notarize documents.
16. Works to ensure departmental compliance with BSA/AML/OFAC rules.
17. Reports suspicious client and account activity.
18. Develops and maintains positive relationships with Highland Bank customers and employees. 
19. Assists other Highland Bank staff; perform other duties as apparent or as delegated by supervisor, in order to provide excellent customer and internal departments service
20. Volunteer in local community events and In-Service Days that the bank sponsors. 
21. May occasionally be requested to assist at other branch locations.
22. Attends and completes all courses required by the bank to meet compliance standards and enhance job proficiency through understanding product knowledge, policies, and procedures.

Customer Support

2. Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources.
3. Routes calls to appropriate resources.
4. Upholds customer security in accordance with established procedures and guidelines.
5. Recognizes, documents, and alerts management of trends in customer calls. 
6. Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed.

8. Promptly provides solutions to meet the needs and address concerns, following up with customers to ensure resolutions.
9. Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, zelle fraud, external transfers fraud etc.
10. Identifies and escalates issues to management.

Technical Services Help Desk Support

2. Becomes a subject matter expert on all digital banking tools used by customers.
3. Provides assistance answering questions on functionality and any new functionality, when there are updates.

Other Duties

3. Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc.

5. Completes secondary review of debit card maintenance and debit card orders, as needed.
6. Support with Critical File Maintenance Review.
7. Assists with Mobile Deposit enrollment approvals.
8. Updates procedures for all areas listed above or as needed.

10. Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc.
11. Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits Available

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Dependent Life Package
• Accidental Death and Dismemberment Insurance (AD&D)
• Salary Continuation
• Long-Term Disability
• Voluntary Life Insurance for Employee, Spouse, and Child(ren)
• Voluntary Accidental Death and Dismemberment Insurance (AD&D) for Employee, Spouse, and Child(ren)
• Health Savings Account
• Flexible Spending Accounts
• 401(k) with 4% employer match
• 21 Days of PTO, accrued per pay period
• Employee Incentive Program

Highland Bank

Your Business. Our Bank

Highland Bank is an Equal Opportunity Employer